Nike Consumer Services Operations Director - North America in Portland, Oregon

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it’s about each person bringing skills and passion to a challenging and constantly evolving game.

Like any winning team, Nike’s Corporate Functions team depends on a diverse set of skills to operate at peak performance. Those skills span many disciplines across Nike’s Corporate Functions, including Facilities, Child Development, Administrative Support and Aviation. While roles range from pilots to security specialists to teachers, one thing remains constant: the teams deliver exceptional experiences and services at Nike locations around the world.

Description

As Nike's Director of North America Operations for Consumer Services, you'll be responsible for leading our Contact Center Teams and Service Professionals in the various aspects of service including back office operations, consumer escalations, social media, elevated service offerings, and in-house contact center support. This role will work with all groups within the North America Consumer Service Organization including the Global C.O.E (Center of Excellence) Team. In addition this role will have key interactions with various Nike stakeholders within Nike’s World Headquarters location.

Providing a premium experience to our consumers is critical and in this role you will be expected to ensure that this goal is being achieved. The ideal candidate will possess extensive customer service experience in the retail or contact center industry, a strong operational background, extensive project management skills and the ability to work within a dynamic and complex matrix organization structure.

Qualifications

Requirements for this position include:

  • Bachelor’s Degree required

  • Minimum of 10 years' directly related work experience in the customer/consumer services industry required

  • 10 years of experience in senior level leadership operational roles preferably in Contact Center Operations or Retail Operations required

  • Proven track record of developing and successfully implementing world class customer service programs in retail, contact center, or similar types of environments required

  • Detail minded with strong organizational skills to prioritize multiple tasks and manage time (meetings, etc.) to ensure the needs of the business are met

  • Capability of making sound business decisions and quickly understanding new information and situations

  • Six Sigma, COPC or LEAN Process Certification is highly desired

  • Demonstrated strong problem-solving skills, analytical skills and attention to detail

  • Ability to communicate and present effectively within immediate department and with Senior Nike Leadership

  • Strong computer skills, including experience navigating the internet and using PC

  • Advanced Microsoft Power Point or Apple Key Note a plus

  • Ability to read, speak and understand English required

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Job ID: 00324073

Location: United States-Oregon-Portland

Job Category: Corporate Functions, Corporate Services